Job description
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Title: CPT-10202 Customer Service Virtual Assistant (Back Market / E-Commerce)
Independent Contractor – eCommerce VA/Junior Level (Remote).
Overview
20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
We are looking for a detail-oriented and responsive Virtual Assistant to support customer service and claims management for an online used-phone business selling across Europe and the USA. The VA will handle day-to-day customer inquiries, order issues, returns, refunds, and marketplace claims—primarily through the Back Market portal.
Experience in e-commerce customer support, especially on platforms like Amazon, eBay, Walmart, or Back Market, is highly preferred. The ideal candidate is resourceful, proactive, and comfortable working independently.
The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
- Customer Service Support
Respond to customer messages and inquiries via the Back Market portal.
Manage post-purchase issues such as delayed shipments, defective items, and general customer concerns.
Provide clear, timely responses aligned with marketplace policies and the company’s standards.
- Claims & Order Management
Process claims such as lost package claims, returns, refunds, and warranty-related concerns.
Assist in coordinating with logistics partners or marketplace support when needed.
Ensure all cases are documented and tracked properly.
- Data & Administrative Tasks
Maintain and update Google Sheets for customer logs, claims tracking, and internal records.
Ensure accurate input of case details, resolutions, and follow-up actions.
Monitor marketplace notifications and ensure tasks are addressed within required SLAs.
Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.
Skills
The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:
- Required:
Experience in customer service, preferably in e-commerce
Familiarity with Amazon, eBay, Walmart, or similar marketplace workflows
Strong knowledge of Google Sheets
Excellent written English communication skills
Ability to analyze issues and follow resolution processes (refunds, claims, returns)
- Preferred:
Prior experience with Back Market
Previous remote/VA experience
- Personal Attributes
Highly responsive and reliable
Organized and detail-oriented
Able to work independently with minimal supervision
Problem-solver with strong judgment
Comfortable working in a fast-growing business with evolving processes
- Work Schedule & Requirements
20 hours/week (part-time), Monday to Friday
Core Hours: 10:00 AM – 2:00 PM CET (flexible to adjust based on workflow)
Stable internet and dedicated workspace
Willingness to grow into a full-time role as the business scales
Work Schedule
- Contracted Hours per Week: 20 Hours
- Scheduled Working Days: Monday through Friday
- Daily Working Time: 10 AM to 2 PM CET (Central European Time)
Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.
Terms of Engagement
- Contractors will operate under a Master Services Agreement and a Statement of Work
- This is not an offer of employment; contractors are not employees of 20four7VA or any client
- All compensation is processed through 20four7VA according to the terms of the engagement
By submitting your application, you acknowledge that this opportunity is for an independent contractor engagement and not an offer of employment. All applications will be reviewed based on alignment with client needs, qualifications, and availability. If selected, a member of our team will reach out to discuss next steps and potential client matching.
We look forward to reviewing your application and potentially working with you on future client engagements!
